Customer Journey Design Program Manager

Leading the future in luxury electric and mobility

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

As the Customer Journey Design Program Manager, you will be responsible for designing, mapping, and continuously refining the end-to-end customer journey across all key lifecycle stages — from awareness to advocacy. You will work cross-functionally with internal teams (Sales, Studio, Service, Delivery, IT, Marketing) and regional markets to ensure a seamless, emotionally engaging, and operationally efficient customer experience that reflects Lucid’s values and innovation. 

This role requires a strategic thinker with a design mindset, deep customer empathy, and a data-informed approach to experience optimization. 

The role:

• Lead the development of holistic journey maps across multiple personas and countries, capturing physical, digital, and emotional touchpoints. 

• Document the current (“As-Is”) journeys and design the ideal future-state (“To-Be”) journeys across Sales, Delivery, Ownership, and Service phases. 

• Facilitate workshops with stakeholders to uncover pain points, unmet needs, and opportunities for innovation. 

• Translate customer journey insights into service blueprints and operational requirements for product, retail, and digital teams. 

• Partner with IT and Operations to digitize and automate friction-heavy processes. 

• Ensure alignment across departments to avoid gaps, duplication, or contradictions in the journey. 

• Define measurable experience success criteria for each journey stage (e.g., ease, satisfaction, conversion, resolution time). 

• Collaborate with the Customer Experience Program Coordinator and Analytics team to integrate journey-stage data into performance dashboards. 

• Track and report on journey performance, prioritizing redesigns based on impact potential. 

• Drive a test-and-learn approach to pilot new touchpoints and engagement models. 

• Stay ahead of customer expectations by researching CX trends, luxury standards, and digital innovation in Europe. 

• Advocate for design thinking methodologies across the organization. 

Qualifications:

Required: 

• 4+ years of experience in Customer Experience, Design, or CX Strategy roles. 

• Hands-on experience with journey mapping, CX blueprinting, and cross-channel experience design. 

• Strong facilitation skills to lead ideation workshops and stakeholder alignment sessions. 

• Experience with digital product development and agile project delivery. 

• Proven expertise in Design Thinking, with the ability to lead human-centered problem-solving sessions and translate customer needs into actionable business and product strategies. 

• Fluent in English with strong storytelling, presentation, and stakeholder engagement skills. 

 Preferred:

• Background in premium automotive, luxury consumer brands, or high-touch service environments. 

• Experience working in fast-paced, high-growth environments or scale-up organizations. 

• Familiarity with Voice of Customer (VoC) data and behavioural insights.

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Lucid Motors is committed to maintaining a safe and trustworthy environment. As such, a background check may be required during the hiring process. This will be performed in line with European data protection laws, and candidates will be informed and asked to provide consent before the check is conducted.

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